Job Description

Reporting to the Director CX Program Management, this role leads large-scale, cross-functional CX transformation programs that redefine how Honeywell delivers customer experience.

The role is responsible for designing and launching CX operating models by aligning people, processes, technology, governance, and decision-making frameworks to translate strategy into scalable, executable change across the enterprise.

This position drives step-change improvements in customer experience, operational performance, and business outcomes by leading end-to-end transformation initiatives, leveraging Voice of Customer (VOC) insights, and enabling sustainable adoption across global teams.

You will report directly to our Director CX Prog Mgt and you’ll work out of our Bucharest location on a Hybrid work schedule.

Responsabilities:

• Lead complex, multi-workstream CX transformation programs across regions and functions
• Define program scope, objectives, milestones, dependencies, and success measures
• Establish governance frameworks to ensure effective execution and accountability
• Redesign end-to-end CX service models, processes, and workflows across Customer Service and Technical Support
• Define scalable operating models integrating process, technology, organization design, and governance
• Re-architect roles, policies, and handoffs to enable step-change improvements in performance and customer experience
• Apply design thinking, journey mapping, and service blueprinting to create customer-centric solutions
• Drive reduction in customer effort and enhancement of customer satisfaction metrics
• Evaluate existing CX programs, processes, and service models to identify structural gaps and opportunities
• Successful delivery of transformation programs (scope, timeline, impact)
• Improvement in CX KPIs (e.g., FPY, CES, CSAT, CCR, VOC Hub Score)
• VOC Closed Loop effectiveness and execution cadence
• Adoption and scalability of new CX operating models

Qualifications:

• Bachelor’s degree in Business, Engineering, Operations, or related field
• Significant experience in Customer Experience, Customer Service, or related domains
• Proven experience leading large-scale transformation programs across cross-functional environments
• Strong background in program and portfolio management
• Strong expertise in CX transformation and end-to-end process redesign
• Advanced knowledge of design thinking, journey mapping, and customer-centric design
• Lean Six Sigma expertise (Black Belt preferred or in progress)
• Familiarity with CX metrics (FPY, CES, CSAT, CCR, VOC Hub Score)
• Understanding of CRM/SAP systems and Customer Service workflows
• English proficiency ; any other language is a plus

We offer :

• Competitive Salary regularly increased based on your performance
• Enjoy 25 vacation days per year, plus extra days off for life's special events
• We provide meal vouchers
• Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)
• Medical Insurance Plan paid by the company
• Christmas and Easter bonuses
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms (Udemy) to continue to expand your skills
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Your family is growing while working at Honeywell? We congratulate you by offering special bonuses
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment

Equal Opportunity Statement:

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who are making the future a reality!

#TheFutureIsWhatWeMakeIt

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.